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Getting Along in a
Multi-Generational PracticeAlyce D’Amato, CVT, CVPM
Chief Executive Officer
Horizon Veterinary Services
Four Generations in Veterinary Practices
Improving Intergenerational Relationships
1. Acknowledge the Frustrations
2. Develop Respect and Appreciation for Differences
3. Discuss 5 Steps to Resolution
4. Identify the 12 Most Common Sticking Points
5. Apply the 5 Steps to Common Sticking Points
We are not defining generations
to categorize or label people.
Every individual has their own
personality, traits and life experiences
that shape who they are.
Important Points
Identifying and characterizing
generations does not serve the
individual.
The advantage lies in improving
how individuals interact with one
another and impact the world
around them.
Important Points
Generation:
Identifiable group that shares birth years
What drives generational differences:
Experiences at critical developmental stages that influence
thoughts, values, fears and behaviors…
Important Points
✓ World Events
✓ Politics
✓ Economy
✓ Societal Changes
✓Technology
✓Entertainment
✓ Size of Generation
✓Parenting Cascade
(Traditionalists)
72-54
53-38
37-21
20 -
90-73
Acknowledge Frustrations
Traditionalists 1928-1945 73-90 yrs old
Baby Boomers 1946-1964 54-72 yrs old
Generation X 1965-1980 38-53 yrs old
Millennials 1981-1997 21-37 yrs old
Acknowledge Frustrations
Developing Respect and Appreciation
Focusing on the “what”
escalates tension.
Focusing on the “why”
pulls teams together.
Haydn Shaw
Pop. #: 38,600,000 (12.7%)
Teenagers: 1930s, 1940s and 1950s
Motto: Keep Calm and Carry On
Key Events
• World War I (1914-1918)
• Prohibition (1920-1933)
• First talking movie (1927)
• The Great Depression (1929-1939)
• World War II (1939-1945)
• Move from farms to suburbs (1901-1970)
• Atom bomb on Hiroshima (1945)
Traditionalists 1928-1945 73-90 yrs
Respect & Appreciation
The Great Depression
• 15 million Americans out of work
• Unable to feed their families
• Learned to “make do and mend”
• Stayed at home with family
Traditionalists 1928-1945 73-90 yrs
Respect & Appreciation
Impact
• Cautious and thrifty
• Grateful to have any job
• Content with basic necessities
• Heavy focus on family
World War II
• Rationing of food, clothing & gas
• Victory because individuals sacrificed for
a greater cause and our government did
what they promised
Traditionalists 1928-1945 73-90 yrs
Respect & Appreciation
Impact
• Belief in hard work & sacrifice
• Less need for individuality
• Loyal and patriotic
• Leaders lead & troops follow
• Respect for authority
Farm life
• Farm life was hard; you want to eat – you work the field
• Farm work had to be done when the sun was out
• Kids worked on the farm
Traditionalists 1928-1945 73-90 yrs
Respect & Appreciation
Impact
• Strong work ethic
• “Early to bed, early to rise”
• Adult roles at an early age
Pop. #: 79,800,000 (26.2%)
Teenagers: 1960s and 1970s
Motto: Do Your Own Thing
Key Events
• Surge of births after WW II
• Robust economic expansion
• Television
• Civil rights movement (1955-1968)
• Vietnam (1954-1975)
• Watergate (1972-1974)
Respect & Appreciation
Baby Boomers 1946-1964 54-72 yrs
Robust Economy
• 1st generation not preoccupied with food & shelter
• American dream attainable through hard work
• Affluence allowed freedom to explore self
and search for meaning
Respect & Appreciation
Impact
• Value shift from sacrifice to self-fulfillment
• Decrease in saving for retirement
• Idealistic & optimistic
• Meaning of life & self-expression top priorities
Baby Boomers 1946-1964 54-72 yrs
The Surge of Births
• Schools, colleges, job market not ready for numbers
• Competition for sports teams, universities, jobs
• Marketers “doted” on large consumer base
• Redefined: marriage, family, fertility, buying 1st house,
religion, retirement & old age
Respect & Appreciation
Impact
• Belief that hard work pays off
• Workaholics
• Used to being heard
• Feel special & important
Baby Boomers 1946-1964 54-72 yrs
Generation Gap
• Move from farms to suburbs created the “teenager”
• Peer influence greater than prior generation
• Television put Watergate front and center
Respect & Appreciation
Impact
• Traditionalists couldn’t understand the
rejection of the American dream
• Shift from “do your duty” to “do your own thing”
• Trust in sources of information other than parents
• Parents viewed as part of the establishment
• Questioned parents and other adults
Baby Boomers 1946-1964 54-72 yrs
Pop. #: 60,100,000 (19.8%)
Teenagers: 1980s and 1990s
Motto: Get Real
Key Events
• High inflation & interest rates (mid 70s-early 80s)
• Iranian hostage crisis (1979)
• AIDS (1981)
• MTV (1981)
• Divorce rates triple (1960s-1982)
• Berlin Wall torn down (1989)
• Persian Gulf War (1991)Respect & Appreciation
Generation X 1965-1980 38-53 yrs
The “Prince Charles” Generation
• Small generation, inherits problems, less political clout
• Fewer opportunities for upward mobility at work
• Largely ignored by marketers
Respect & Appreciation
Impact
• Less politically involved, less confidence
in government
• Less inclined to work towards promotion
• Do not feel special
Generation X 1965-1980 38-53 yrs
Divorce Rate Triples
• 29% of Gen X grew up without
married parents
• Increase exposure to divorce
through friends, TV, movies
• Latchkey kids
Respect & Appreciation
Impact
• Cynical & realistic – life throws you punches
• Family instability made F•R•I•E•N•D•S more
important
• As parents, heavy focus on children
Generation X 1965-1980 38-53 yrs
High inflation & interest rates
• Respected companies folded
• Employees laid off
• Jobs scarce even for college graduates
Respect & Appreciation
Impact
• Less loyal to employer
• Skeptical of organizations
• Obsessively self-reliant
• Greater focus on work-life balance
Generation X 1965-1980 38-53 yrs
Pop. #: 83,600,000 (27.5%)
Teenagers: 2000 through 2010
Motto: Can We Fix It? Yes, We Can!
Key Events
• Oklahoma City Federal Building bombing (1995)
• Columbine High School shooting (1999)
• Bill Clinton & Monica Lewinsky (1998-1999)
• Sept 11th World Trade Center attack (2001)
• Gay marriage legalized in MA (2004)
• The Great Recession begins (2007)
• Slowest job recovery since the Depression (2008-)
• First black president (2009) Respect & Appreciation
Millennials 1981-2001 21-37 yrs
Heavy Parental Involvement
• Increase in missing children caused parents to keep children
close and become chauffer, activity director, etc.
• Parents dialogued with children rather than dictated
• Encouraged to express feelings, participate in decisions, even
disagree with parents
• Encouraged to be an individual
Respect & Appreciation
Millennials 1981-2001 21-37 yrs
Impact
• Parents seen as resource for help & support
• Value guidance and mentorship
• Strong desire to contribute
• Confidence to speak up
Heavily Nutured Self-Esteem
• Every milestone and life event celebrated and recorded
• Children told they were special and could do anything
• Raised not keeping score & everyone got a trophy
Respect & Appreciation
Impact
• Feel special
• High expectation for recognition and
reward
• High expectation = perceived entitlement
• Reality of college, work and adult life
cause low self-esteem and depression.
Millennials 1981-2001 21-37 yrs
Oklahoma bombing, school shootings and Sept 11th
• Terrorist or crazed gunman can turn an office, post office,
school, movie theater or mall into a war zone
• Bombs and battles no longer across an ocean
Respect & Appreciation
Impact
• Don’t wait until tomorrow to do
something important
• Strong desire to make a difference
• Volunteer rate high
• Value work-life balance
Millennials 1981-2001 21-37 yrs
Generations of Multi-Generational Conflict
Each generation thinks the
ones that follow will be the
downfall of society.
“They just don’t
get it.”
Generations of Multi-Generational Conflict
“The children now love luxury; they have bad
manners, contempt for authority; they show disrespect
for elders and love chatter in place of exercise.
Children are now tyrants, not the servants of their
households. They no longer rise when elders enter the
room. They contradict their parents, chatter before
company, gobble up dainties at the table, cross their
legs, and tyrannize their teachers." Plato
428 B.C.E.
1. Acknowledge Frustrations (What)
2. Appreciate Differences (Why)
3. Identify Relevant Generational Strengths
4. Brainstorm Multi-Generational Solutions
5. Establish Strategy for Implementation
5 Steps to Resolution
5 Steps to Resolving Sticking Points
1. Acknowledge Frustrations (What)
Respectfully and fairly discuss what is frustrating.
2. Appreciate Differences (Why)
Put forth effort to understand why there are differences
and frustrations.
5 Steps to Resolution
Awareness is powerful – it can
breakdown stereotypes and
change team dynamics.
5 Steps to Resolving Sticking Points
3. Identify Relevant Generational Strengths
Determine which generational strengths you can take
advantage of to help facilitate change.
4. Brainstorm Multi-Generational Solutions
Collaborate as a team to identify solutions that include the
concerns and strengths of each generation.
5. Establish Strategy for Implementation
Decide which solution(s) is best for the practice and develop a
plan and timeline for implementation.
(Note: Final decision may have to be made by leadership.)
5 Steps to Resolution
5 Steps to Resolving Sticking Points
12 Most Common Sticking Points
1. Communication: What is the best way to interact with my
coworkers?
2. Decision Making: How do we decide what to do?
3. Dress Code: How casually can I dress?
4. Feedback: How often and in what ways do I want input?
5. Fun at work: How much fun is allowed at work?
6. Knowledge transfer: How do we pass on critical knowledge to
new employees?
Sticking Points
12 Most Common Sticking Points
7. Loyalty: When is it OK to move on?
8. Meetings: What should happen in our meeting?
9. Policies: Are policies rules or guidelines?
10.Respect: How do I get others to respect me?
11.Training: How do I learn best?
12.Work Ethic: How many hours are required and
when must I work them?
Sticking Points
12 Most Common Sticking Points
1. Communication
2. Decision Making
3. Dress Code
4. Feedback
5. Fun at Work
6. Knowledge Transfer
Sticking Points
7. Loyalty
8. Meetings
9. Policies
10.Respect
11.Training
12.Work Ethic
1. Acknowledge Frustrations (What)
2. Appreciate Differences (Why)
3. Identify Relevant Generational Strengths
4. Brainstorm Multi-Generational Solutions
5. Establish Strategy for Implementation
5 Steps to Resolution
5 Steps to Resolving Sticking Points
Thank
You!